We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121262 results
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Decision Reference DRN-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (2 pages)View decision -
Decision Reference DRN-5242743
20 Feb 2025 Topaz Finance Limited UpheldMortgagesDRN-5242743 The complaint Mr J said that he has been the victim of mortgage fraud in respect of five buy-to-let mortgages with Topaz Finance Limited trading as Siberite Mortgages (“Siberite”). He complains that when he raised his concerns with Siberite, Siberite failed to fully investig... (7 pages)View decision -
Decision Reference DRN-5167309
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5167309 The complaint Mr F is unhappy with how Santander UK Plc handled his queries when he contacted them to discuss his online banking facilities. What happened Mr F made multiple calls to Santander in April 2024 as he wanted to speak to someone about registering for online banki... (3 pages)View decision -
Decision Reference DRN-5344004
20 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5344004 The complaint Mr B complains that Black Horse Limited (“Black Horse”) won’t give him the benefit of an APR of 2.9% on a finance agreement he entered into with it. What happened On 28 September 2023 Mr B entered into an order agreement from a manufacturer that I will call “T”... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5344636
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5344636 The complaint Mr C complains that AA Underwriting Insurance Company Limited (‘AA’) unfairly recorded a cancellation on his motor insurance. What happened Mr C had a motor insurance policy with AA, taken out via a comparison website in July 2023. In January 2024, it found tha... (3 pages)View decision -
Decision Reference DRN-5237436
20 Feb 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5237436 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount... (5 pages)View decision -
Decision Reference DRN-5051091
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5051091 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rec... (3 pages)View decision -
Decision Reference DRN-5300810
20 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5300810 The complaint X and his father Mr R complain that Aviva Insurance Limited unfairly mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a hatchback car, first registered in about 2015. X acquired the car in 2019. For t... (4 pages)View decision -
Decision Reference DRN-5144477
20 Feb 2025 Vodafone Limited UpheldConsumer CreditDRN-5144477 The complaint Mr D has complained Vodafone Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2024 Mr D complained to Vodafone that there appeared to be a credit agreement in his name for a mobile handset. He denied having taken... (3 pages)View decision
